You can only place orders with Derby House online, as long as you have a debit, credit card, a PayPal or a Klarna account. We are not able to take payments over the phone. You can do so by creating an account or ordering as a guest.
To create an account click here.
How do I pay an order with Klarna?
Buy now, Pay Later - it's that simple. Klarna's Pay Later lets you get your new purchase and not worry about paying for it for 30 days.
No more waiting for pay days to come round, get what you need, now. No card numbers are needed at checkout so you can buy on the move and then pay when it's more convenient and secure. Klarna's buyer's protection covers all Pay Later purchases too making your experience completely stress-free.
Seen something you want, but you've not got the cash just yet? No problem.
Pay in 3 instalments Klarna's allows you to split the cost over three months at no additional cost. There's no waiting and no credit agreements - you pay for a third of your order and get it sent out straight away, then your card is automatically billed in equal monthly instalments for the remaining two payments. Klarna also offer buyer's protection making your purchase completely stress-free.
How is my statement sent?
If you have chosen to Pay later, Klarna will send you an email explaining how and when to pay.
My email address is not correct. How can I change it?
Live chat with Klarna’s customer service agents between 9am and 6pm Monday to Saturday here and request your contact details be updated.
Can I send my order to an address other than my billing address?
Yes. You can enter a separate delivery address at the checkout. We recommend that if you are new to Klarna and you haven’t used the Pay Later option before, you should have your first order delivered to your billing address. This maximizes the chances of your purchase being accepted.
I haven't received the email enclosing my statement number/payment information.
If you do not have your statement number to hand, please log in here with your email address to find the payment details for your statement.
Has Klarna received my payment?
Simply log in to Klarna here to check your payment status.
How does Pay Later work?
With Pay Later, you can pay for your order 30 days after shipping. If your Pay Later request is accepted, Klarna will send you an email with payment instructions once your order is shipped. Just follow the link in the email to view your order.
What information do I need to provide when I buy?
To make a purchase with Klarna you need to provide your mobile phone number and your e-mail address. All information will be sent to your email address, so it is important you provide the right contact details. We recommend that if you are new to Klarna and you haven’t used the Pay Later option before, you should have your first order delivered to your billing address (where your bank account is registered). This maximizes the chances of your purchase being accepted.
When should I receive my Pay Later statement?
Your statement will be sent by email once we have shipped your order. Please note, you do not need to pay before the due date.
What happens if I forget the payment date of a statement?
Payment is due 30 days after the order is shipped. To help you pay on time, Klarna will alert you two days before a payment is due. You’ll also receive email reminders.
What are my payment options with Klarna?
You can pay your Pay Later statement with VISA/MasterCard debit or credit card online by logging into Klarna here.
How can I increase my chances of being offered Pay Later?
To increase your eligibility for Pay Later, please ensure your name and billing address match those held by your bank account or electoral roll. Note: If you have recently paid a Pay Later order, please allow up to 48 hours for this to clear.
I've forgotten when my Pay Later due date is?
Payment is due 30 days after the order is shipped. To help you pay on time, Klarna will alert you by email two days before a payment is due. You can also log in and view your orders at any time here.
Pay in 3 instalments
How does Pay in 3 instalments work?
Pay in 3 instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by us and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.
Am I eligible for Pay in 3 instalments?
Derby House acts as an introducer and not a lender of unregulated credit products provided by Klarna Bank AB (publ). Credit is only available to permanent UK residents aged 18+, subject to status, T&Cs apply. Please note Pay in 30 days and Pay in 3 instalments is not regulated by the FCA. Borrowing beyond your means could seriously affect your financial status, ensure you can afford to make your repayments on time by the due date.
Risk Warning: Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford your monthly repayments on time.
Why have I not been offered Pay in 3 instalments?
Although Pay in 3 instalments is widely promoted it is not always universally available. The Pay in 3 instalments option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
Can I pay before the due date?
No, this is not currently possible for Pay in 3 instalments purchases.
What happens to my statement, when I've returned the goods?
Once we have received the return (partial or full) and you have received our confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, Klarna shall refund any payments collected and cancel any future scheduled payments.
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay in 3 instalments purchase from the debit or credit card you entered at checkout. If Klarna are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment.
What happens if I cancel or return my order?
As soon as we have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay in 3 instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or credit card. The mobile number is required in case Klarna need to reach you. All communications will be sent to your email address. It’s very important that you give Klarna the correct details, as otherwise you will not receive your payment schedule and any updated order information.
What should I do if I want to cancel my order?
If you would like to cancel your order, contact us directly via phone on 0808 196 0520 or by using our contact form.
How can I track the delivery of returned orders?
Please use the tracking information provided by us to check the delivery status of your order.
Where do I send the goods I would like to return and what is the returns period?
Please view our returns policy here.
How will I be refunded?
The refund will be made back to the same card which you paid with.
What happens to my Pay Later statement if I return an item?
Only pay for what you keep. If you return part, or all of your order, Klarna will issue you with a new statement as soon as we process your return. If there is a delay in registering your return Klarna will issue a new payment due date for the items you have decided to keep.
I've received an invoice, but I don’t have my stuff.
You don’t have to pay for goods you haven’t received. Contact us directly via phone on 0808 196 0520 or by using our contact form.
Remember Klarna has your back with their Buyers Protection.
What happens if I make a return?
Only pay for what you keep. If you return some or all of your order, Klarna will issue you with a new statement as soon as we process your return. If you have an upcoming payment due date – sit back and relax. If there is a delay in the online store registering a return Klarna will issue a new payment due date for the stuff you decided to keep.
I have cancelled my order. How long will it take until I receive a refund?
Once the online store has registered your cancellation or return, the repayment will be processed in five to seven bank days. In the case of a return or cancellation of an order where you have not yet paid, no refund will be made.
How does Klarna handle refunds?
If you are using Pay in 3 instalments, your refund will be available as a positive balance in your account with Klarna. This allows you to purchase again using your account at any participating online stores.
If you have paid for your order with a card, the refund will be made back to the same card.
Returned or cancelled orders should first be registered with the online store. The refund will be processed within the next 14 days of the online store logging the returned or cancelled order.
Prices of our products are displayed in Pounds Sterling, Euros, US Dollar, Russian Rubles, Norwegian, Swedish or Danish Kroner and Australian Dollars. You can also pay for your order with PayPal. To view prices in your local currency please click on the currency icon displayed in the top right corner on our homepage or you can choose to navigate to our sites.
Please note that after you have placed your order, you will be charged in the currency you have been selected on the website.
Derby House is committed to ensuring your online shopping experience is as safe and enjoyable as possible. We are an Internet Shopping Is Safe and Internet Delivery Is Safe accredited retailer.